The dispute process can be complex. However, our goal is to make it as simple as possible as we investigate your issue.
Here’s what the dispute process looks like:
- As soon as you notice an error, contact us as soon as possible.
- Once you’ve reported the error to us, our Customer Service team forward the information you gave us and send it to our disputes team. We may reach out to you for additional details or documents.
- Our disputes team will then evaluate your case and decide if you qualify for a provisional credit.
- Our disputes team will attempt to process a chargeback according to Visa’s rules and guidelines. During this process, the merchant will have an opportunity to respond to your case. Our disputes team will evaluate the merchant’s response and take action accordingly as we work toward a final resolution to your case.
- If the dispute is resolved in your favor, we’ll issue a final credit to your card. If we already issued a provisional credit, it’s now permanent.
- If the dispute isn’t resolved in your favor, we will reverse any provisional credits that were issued towards your card. You may still have the following options for resolution:
- You can always continue working with the merchant directly for resolution.
- You have the right to ask for a copy of any documents we used to investigate and resolve your dispute. We’ll give you these if you need them.
Generally most disputes are resolved within 90 days. However, more complex cases may require additional time. In all cases you will be notified in writing of all actions taken on your dispute, from the posting of provisional credit to the final resolution of your case.